Who We Are:
W. R. Long, Inc. is a family run manufacturing business that supplies tractor accessories to dealers across all 50 states. We believe that the culture of our organization is built on our shared core values and being a good fit means you share these as well. “Do the right thing,” “Take Initiative,” “Take pride in your work,” “Think like an owner,” “Strengthen the reputation of W. R. Long, Inc.,” “Have fun.” Our Mission: We manufacture the best made in USA tractor accessories while honoring God.” We strive to make decisions based on what is right for our customers, our dealers, our employees and the company instead of cutting corners or serving self-interests. We take action without needing to be asked when we recognize a need and execute business in such a manner we can be proud of. We treat our work and decisions like an owner would in order to grow profitability and build our reputation in our industry and community. Best of all we have fun doing it.
Job Summary:
W. R. Long is seeking a full-time Customer Service Lead who will serve as a key customer contact and consultant, with responsibility for recommending products based on the needs of the end user, provide instruction to assist the customer with installing our products on tractors, and troubleshoot problems that may arise in the field. In addition, the customer service lead will work on making the customer experience better in whichever way they deem necessary. Knowledge of products and their mechanical workings is important for quick and accurate follow-up and service. The right candidate is mechanically minded, curious about how equipment works, and able to quickly learn tractor, loader, hydraulic, and attachment compatibility details. This person will regularly speak with dealers and end-users who may describe tractor models, loader models, symptoms, part numbers, measurements, and installation issues quickly or imperfectly. Success in this role requires careful listening, strong note-taking, the ability to ask clarifying questions, and the judgment to recognize which details affect the correct product recommendation or order. This position will work closely with the leadership team and interacts daily with dealers as well as end-users of the product. It’s a great job for an ambitious professional who has an interest in our industry and can build relationships and provide outstanding customer service.
Primary Responsibilities:
● Answer phones when customers and dealers call with a positive and upbeat attitude.
● Clearly communicate with customers and dealers regarding product pricing/availability.
● Become fully proficient in the W. R. Long product line, in order to thoroughly answer customers’ questions.
● Respond to quote requests and enter orders accurately and on time.
● Build relationships with customers and dealers.
● Provide technical assistance regarding installation and troubleshooting dealers’ and customers’ tractors.
● Effectively communicate with the leadership team any product gaps seen in customer conversations to improve best practices and meet industry demands.
● Cold call prospective dealers to introduce W. R. Long.
● Setup new dealer accounts, track all new dealer activity, follow up with new dealers to ensure customer satisfaction and retainment, call dealers who are no longer buying from us.
● Define a customer service satisfaction/retention metric and track our overall progress.
● Learn customer service techniques and implement best practices to deploy throughout the company.
● Bring innovation to the ways in which W. R. Long engages with the customer.
● Develop a sales process to support organizational goals.
● Implement upsell and cross-sell strategies to drive sales growth with our customer base.
● Learn and retain common tractor brands, tractor models, loader models, attachment types, and recurring fitment details encountered in daily customer conversations.
● Review orders for accuracy and recognize details that may indicate a mismatch, missing component, or customer misunderstanding.
● Translate customer descriptions of mechanical problems into useful troubleshooting notes for production, engineering, or leadership.
Other Responsibilities:
● Assist other colleagues with shipping/receiving/purchasing/transportation/logistics.
● Employ a small business mindset to do whatever needs to be done to satisfy the customer.
● Have an attitude that no job is beneath you.
● Other duties as assigned.
Skills:
⚫ Strong written, verbal and presentational skills
⚫ Highly self-motivated and a self-starter
⚫ Work with minimal supervision
⚫ Commitment to quality work
⚫ Proficient in Word, Excel, Outlook and other software applications
⚫ Ability to multi-task and complete tasks in a time sensitive and fast-paced environment
⚫ Strong retention of product applications, model numbers, fitment rules, and recurring order requirements.
⚫ Able to learn technical products through observation, documentation, repetition, and direct communication with experienced team members.
⚫ Naturally curious; willing to walk into the shop, look at a product, ask questions, and learn how it works.
Requirements:
⚫ 3-5 years implement and attachment sales or customer service experience preferred
⚫ Experience with agricultural and construction equipment or hydraulic systems
⚫ Engineering, sales, or business degree a plus
Pay: $60,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
- Work from home
Experience:
- Agriculture: 1 year (Preferred)
Work Location: In person
